Customer Planner

Thames Water
10.68 GBP Hourly
25 Jul 2017
15 Aug 2017
Contract Type
Full Time
What is the purpose of this role?

The purpose of this role is to deliver outcomes for customer satisfaction, asset health, flooding and pollution by planning customer and maintenance work effectively. You will be ensuring problems are diagnosed accurately, be developing robust plans for field teams to solve issues on their first visit and proactively keep customers and other stakeholders up to date.

Why is this role unique?

This is a new role created to deliver excellent service to our 15M customers on a daily basis. This role is at the heart of prioritising and delivering work for our field teams as we strive to be the best in the industry. As this is a brand new team, you will have the autonomy to make decisions on behalf of the customer. This is your chance to make a difference to the customer experience.

What will this role involve?

Day to day duties and responsibilities may include;

Ensure that problems are diagnosed accurately. Talk to customers to understand the extent of the issue and its history, the impact it is having on them, potential causes of the problem and any restrictions on carrying out the work. Keep accurate records of what is discussed. Use corporate systems to review the history of problems in the area to understand potential causes and identify other customers that may be affected.
Develop robust plans for field teams to solve issues on their first visit. Enter accurate details of what work is required in the work management system. Based on the diagnosis of the issue, select the correct resources to carry out the work, including people's skills and the equipment they will require. Assess the need for notices and permits to enable the work, including requirements for working in the highway, access to private land, working on operational assets, and Health & Safety requirements.
Proactively keep customers and other stakeholders up to date. Keep people informed about the status of the work, including successful resolution, any delays or additional work required. Take ownership of ensuring the issue is managed through to resolution, including handover between shifts where needed. Maintain accurate records of discussions.
Anticipate potential problems by reviewing work history and triggers for dissatisfaction. Proactively contact customers to validate issues and raise work as required to address them.
Manage competing priorities, including customer driven jobs, maintenance and backlog. Escalate issues to management where required.
Comply with standard processes and procedures, raise potential improvements to team leads and participate in delivery of improvements.
Work flexibly across planning and customer facing roles.

What skills are we looking for?

To be successful you will have knowledge of customer operations and awareness of H&S considerations, ideally within an operational as well as office environment. You will be computer literate and comfortable working with corporate systems and have excellent verbal and written communication skills.

This position will be based in Slough. We are offering GBP10.68 per hour.

You will be rostered to work an 8 hour day between the hours of 6:30am and 10:30pm Monday to Friday, with either a Saturday or Sunday worked 1 in 4 (with a maximum of 26 weekend days in each calendar year). Where scheduled to work a Saturday or Sunday, you will receive the equivalent time in lieu during the preceding calendar week.